EDF Energy’s Voice of the Customer Success (Video)

EDF Energy powers over five million homes and businesses across the UK. Their website allows customers to shop for energy plans, submit their meter readings, pay their bills, find answers to their questions and more. These online tools are essential components of their business, delivering a strong customer experience while diverting costly phone calls. Therefore, understanding and improving their online customer experience is vital to their success.

For the last two years, EDF Energy has partnered with Kampyle to understand and improve their online customer experience. By collecting Net Promoter Score ratings together with customer feedback, they have learned how their customers feel, how they can improve their customer experience, and even enjoyed some great encouraging compliments along the way.

The Voice of the Customer AdvantageIn the past, companies like EDF Energy had a limited understanding of their customer experience. Tracking complaints via their call center highlighted only their customer’s most common complaints, but did not provide impactful insights into their customer journey. Kampyle’s Voice of the Customer solutions help EDF Energy understand where customers are delighted, where they are unsatisfied, and where and why further investment is needed.

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